Many people contact us because they would like to complain about the medical treatment they have received but are unsure how to go about it. Alternatively, they may not wish to complain but would like more information or answers to questions they have not had the opportunity of asking or have done so and have not received adequate answers.
You are entitled to complain/ask questions about the treatment you have received. We advise you send a letter to the Chief Executive of the Trust if the treatment was provided by a hospital or district nurse and to the Practice Manager of your GP practice if it was provided by a GP or practice nurse. Complaints should normally be made within 12 months of an incident or of the matter coming to your attention. However, sometimes people understandably don’t feel up to making a complaint so soon after, particularly following a bereavement or serious injury. If more than 12 months have passed since the subject of your complaint, it may be useful to explain in your letter why you are only able to write the letter now and this may encourage the provider of the treatment to investigate your complaint in any event.
The letter of complaint should set out briefly the background to your complaint and then we recommend you make a list of numbered questions that you would like answering. This will then enable the investigator of your complaint to respond to each question in turn. Upon receipt of the complaint, the provider should acknowledge and initiate an investigation. Once their investigation is complete, which may take some time if it is a complex matter, they will either provide you with a written response or invite you to attend a meeting to discuss the matter further. Whether you choose to attend the meeting or not is entirely up to you and what you feel comfortable with. If you do go to a meeting, we advise you to ask for minutes or a recording of the meeting.
Once you have the provider’s response to your complaint, you are entitled to ask further questions if you think the response fails to address all the issues. If you are not happy with the way the complaint has been dealt with, you can take your complaint to the Parliamentary and Health Service Ombudsman, which is independent of the NHS. They will then look into the matter further for you.
Solicitors are unable to get involved with the complaints process as it is separate from a legal claim. However, if you suspect you or a family member has been injured as a result of medical negligence and you have made a complaint and would like to know what to do next, or if you would like advice before making a complaint, please do not hesitate to contact us on 01642 231110 and one of our solicitors will be happy to talk to you and provide advice on how best to proceed.
Kathryn Watson – May 2017